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Contact Center & RingCX

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613 results found

  1. Quality planner in QM has limitations; unable to select an individual instead of a group. You are unable to create an individual improvement plan for an employee. You only have the option to create plan's for groups. Workaround is cumbersome.

    3 votes

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  2. Quality planner - once an evaluation plan has expired, the plan disappears and results are not available. QM reporting limitations. 8 specific reports in pre-built and can be used in other RC platforms.Create reporting for this areaTemplate to automate extraction of raw data and export. This would be similar to the ACD metrics currently available.

    3 votes

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  3. Please allow images to show inline as this is very helpful for chronological screenshots. Having the images only as attachment is useless in this scenario.

    1 vote

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  4. ...otten to complete a Deposition. If a deposition has not been completed within 4mins for example, a chime would sound or notification flash alerting user to wrap up their deposition.

    1 vote

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  5. This user pretty much laid it out https://community.ringcentral.com/questions/98562/whisper-in-ivrcould-i-set-up-a-whisper-in-the-ivr.htmlWanted to make sure it was entered as an idea.Our aim is to provide the best possible service, so knowing the context of the call before answering is very important.Add a phrase to every end node of an IVR tree or concatenate phrases at each node as the user traversed the tree.

    2 votes

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  6. Is there a way to limit a manager to only see their team’s Time Off requests?
    I created a “Sales Manager” role under Admin>Roles and Permissions and then went to ACD and Restricted Access and only selected their team but they still see time off requests for Claims employees.

    6 votes

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  7. 14 votes

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  8. similar to salesfore app you have

    1 vote

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  9. I do think it would be helpful if the dialer gave a response showing what record/field/specific text was in error and exactly where it stopped loading files containing errors. Is this something that could be added to the upload?

    1 vote

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  10. Our organization fields a number of calls that should be sent directly to a user's voicemail. Currently, our contact center agent has to either blind transfer the call to the user, or call them...confirm it's an unwanted call....then ask the user to not pickup the transferred call. Both options are not great.

    3 votes

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  11. I want to know what my admins do inside the https://portal.vacd.biz/manage site.Monitoring calls, running reports, pausing leads. Listing their name, date of action, type of action. They have access to a lot of information in the manage portal so we need to know what they were looking at and when. This should be a real detailed report available to see.

    2 votes

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  12. Currently, the RCO response post escalation is not sent back to the agent within Engage Digital. Also, there is no audit log being tracked to check if the message escalated via "ask the expert" has been reverted to track this functionality by supervisor/administrators and to close the loop.

    8 votes

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  13. Corporate Directory search in the Salesforce Adapter is case sensitive. It needs to be insensitive to match Cmax client.

    2 votes

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  14. Salesforce Adapter is showing inactive agents in search. It needs to hide these to match the CMax client.

    2 votes

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  15. Salesforce Adapter needs to support the integrated softphone option the way CMax client does.

    2 votes

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  16. The Salesforce adapter is showing the mask option even when it is disabled for the agent. It needs to hide this if it has been disabled in the agent role the way CMax does.

    2 votes

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  17. When a user submits an evaluation, only the person who was evaluated receives a notification, and it’s via the system, but not via email. I’d like to request that the system email the user an email notification that a new evaluation is ready to review.

    12 votes

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  18. the only way to know how many licenses for contact center you own is to know it, there is no link or report to run. Please add this functionality.

    10 votes

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  19. Requesting to have an option to have a +1 for the outbound caller id number. This will help with the number not to be tagged as spam or robo calls. This is currently a limitation on a feature

    1 vote

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  20. Quality planner / Scorecard settings - allows the person designing the scorecard to route to evaluator or one specified person. Desired state is to have the ability to route a disputed evaluation to more than one person.

    2 votes

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